This guide walks you through configuring and authenticating the ServiceNow tools in Airia, enabling your agents to interact with your ServiceNow instance.

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Supported ServiceNow Tools

Airia provides integration for the ServiceNow tools and actions in Incidents and Requests tables.
💡 Note: ServiceNow tools require basic authentication via an Admin service account. With an Admin account, new custom ServiceNow tools can also be added via the custom Tools builder.

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Retrieve ServiceNow Admin Credentials

To set up the ServiceNow tools, you will need the username and password for an admin service account in your ServiceNow instance.
  1. Access Users Page:
    • Log in to your ServiceNow dashboard.
    • In the navigation filter (search bar), type “User” and select Users to open the user list, or navigate to it via your profile menu (typically in the upper right corner).
  2. Locate Service Account:
    • Find the specific admin service account you intend to use for this integration.
  3. Set or Confirm Password:
    • If you don’t know the password for this account, select the user and then click Set Password.
    • You can generate a random password or set your own.
  4. Record Credentials:
    • Record the Username (the admin service account name) and the Password you have set or confirmed. You will use these for authentication in Airia.

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Add and Configure ServiceNow Tools

Follow these steps to add and configure your ServiceNow tools in Airia:
  1. Add a ServiceNow Tool:
    • Navigate to the Tools section in your Airia dashboard.
    • From the library, search for “ServiceNow” and select the desired tool (e.g., Search Incidents, Create Requests).
  2. Provide ServiceNow Instance URL:
    • On the tool configuration page, replace the default ServiceNow API Endpoint with your specific ServiceNow instance domain (e.g., https://yourinstance.service-now.com).
  3. Configure Basic Authentication:
    • Ensure Basic Authentication is selected as the authentication method. This is usually the default.
    • If you have existing Basic Authentication credentials for this account:
      • Select them from the dropdown list.
    • If you need to create new Basic Authentication credentials:
      • Select Create a New Credential.
      • Choose Basic as the credential type.
      • Enter the Username and Password of your admin service account that you retrieved in the previous section.
      • Click Save.
  4. Save the Tool:
    • Click Save to add the configured tool to your library.

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Next Steps

Once your ServiceNow tools are added to a project, you can integrate them into an agent to query your ServiceNow instance.
💡 Note: For improved model responses when using ServiceNow tools, consider adding a prompt that provides details on how you use ServiceNow in your organization, including specific fields or terminology.